5420 Supervisor, Dispatch


TITLE Supervisor, Dispatch





MAJOR ADMINISTRATOR Director, University Safety


The Supervisor, Dispatch provides leadership and supervision for Dispatch Services.  The Supervisor, Dispatch supervises dispatch personnel, coordinates work schedules to ensure staffing requirements are met, trains all dispatch personnel, maintains and updates all manuals and dispatch logs, programs and updates new alarm accounts for the University alarm systems, activates the Tornado Warning System as needed, conducts routine equipment checks of radios, batteries, monitors, cameras, etc., activates and maintains the snow Audix system as needed, backs up computer files including the alarm system, and performs Dispatch Specialist duties. The Supervisor, Dispatch distributes keys for emergency access as appropriate, maintains records of those keys, and administers the computerized dispatch system and video surveillance system.   


Education: A high school diploma or the equivalent is required; a bachelor’s degree is preferred.

Experience: Three years of experience in alarm monitoring, call-taking, dispatching, communications systems, or 9-1-1 communications is required. Supervisory experience is required. Additional experience in receiving, evaluating, transmitting, and monitoring emergency requests via telephone and/or radio for police, fire, and/or medical services is preferred. 

Certification and Training: Successful completion of Incident Command System (ICS) 100, 200 and National Incident Management System (NIMS) 700 and 800 training is required or must be completed within one year of appointment.

Skills: The ability to deal effectively with people and stressful situations, which may continue for extended periods of time, is required. The ability to assess situations accurately and quickly is required. The ability to use judgment appropriately when responding to incident reports and emergency situations is required. The ability to use a computer proficiently and keyboarding ability is required. An understanding of two-way radio, telecommunications devices for the deaf (TDD), digital video technology and component systems, dispatch and recording equipment including computerized dispatch and automated records management systems, telex dispatching and trunked radio systems is required. The ability to communicate clearly and effectively verbally and in writing is required. The ability to organize and maintain filing systems is required. The ability to learn and remain knowledgeable of policies and procedures, campus buildings, and campus geography is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.

Effort: Employees in this job classification are designated as essential employees and must report to work as scheduled when University offices are closed due to severe weather.

Other: The scope of the position may require nighttime, holiday, and/or weekend work.


1. Supervises Dispatch Services operations by training staff, preparing and conducting performance evaluations, coordinating work schedules, granting leave while assuring adequate staffing, tracking and administering overtime and equipment budgets, resolving and documenting shift complaints and suggestions in accordance with policies and procedures, reviewing email and mail box to check for matters requiring attention, and providing communication services for Campus Safety Services and the Springfield Police Substation.

2. Keeps logs and manuals current by maintaining and updating all manuals and dispatch logs for radio/telephone, key checkout logs, key inventory records, student roster, building logs, skateboard violations, event schedules, vehicle clamp logs, escort logs, dispatcher notes, calls for service, daily incident summaries, and the 9-1-1 log.

3. Serves as system administrator for the computerized dispatch system by monitoring daily logs, reporting requirements, and field activities to track and revise call types, call closure codes, and other aspects of the system and runs and evaluates reports to track departmental activities and system updates.

4. Serves as administrator of the video surveillance systems by inspecting and monitoring camera operations, viewing and copying surveillance footage for investigative purposes, and recommending system improvements.

5. Helps to assure campus safety and security by monitoring the scanner (SPD, GSO, MSHP, SFD, EMS, CD, NWS) and other receivers for situations involving the University, monitoring the Weather Channel radar for pending severe weather, monitoring surveillance cameras, programming and updating new alarm accounts for University alarm systems, activating the Tornado Warning System as needed, activating and maintaining snow Audix as needed for inclement weather, monitoring the shuttle system radio and phones, escort and elevator phones, backing up computer files including the alarm computer system, and closely monitoring the University’s various alarm systems.

6. Receives and dispatches emergency and non-emergency telephone and radio traffic to appropriate personnel by determining critical information needed for processing a call, establishing the nature of the incident, determining what agencies need to respond, and maintaining accurate records of the incident.

7. Assists faculty, staff, students, and the public by locating individuals on campus for

emergency messages, utilizing TDD services for hearing-impaired callers, accepting and logging lost and found items, assisting in registering and maintaining the University’s vehicle fleet, and registering bicycles.

8. Helps the Office of University Safety meet its objectives by responding to Campus Safety’s requests for information regarding vehicle registrations, student/staff directory information, and other requests as needed.

9. Maintains confidentiality regarding sensitive departmental business by exercising professional judgment in discussing departmental affairs outside the department and assures confidentiality is maintained regarding records check requests.

10. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.

11. Remains competent and current through self-directed reading of procedural manuals, a variety of resource material, and study of current fire and police operations, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses required by the Director, University Safety or designee.

12. Supports the overall success of the Office of University Safety by performing all other duties as assigned.


The Supervisor, Dispatch is supervised by the Manager, Dispatch and supervises Dispatch Specialists and Leads.